At Motel Rocks US (
usmotelroocks.com), we prioritize your satisfaction above all else. Our customer service policy is built on transparency, responsiveness, and care—ensuring every interaction with our team is helpful, efficient, and focused on meeting your needs. Whether you have questions about an order, need help with returns, or want style advice, we’re here to support you every step of the way.
We stand by three core principles to guide our customer service:
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Responsiveness: We aim to address your inquiries quickly—email responses are typically sent within 1–2 business days, and urgent concerns (e.g., missing orders, damaged items) are prioritized for faster resolution.
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Clarity: We provide clear, straightforward information about our products, policies (shipping, returns, refunds), and processes—no confusing jargon or hidden details.
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Flexibility: We understand issues can arise, and we’ll work with you to find fair solutions that align with our policies while respecting your needs.
We offer a direct, accessible way to connect with our team—tailored to help you get support when and how you need it:
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Primary Contact: Email: For all inquiries (order help, returns, sizing questions, feedback), reach us at service@usmotelroocks.com. Include your order number (if applicable) in your message to help us locate your details faster.
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In-Person Support: If you’re near our physical location, visit us at 304 Stone Coal Road, Garrett Kentucky 41630, United States—our in-store team can assist with in-person purchases, returns, or style recommendations.
Our team is trained to support you with a wide range of needs, including:
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Order Assistance: Tracking your package, updating your shipping address (before the order ships), checking order status, or resolving issues with missing items.
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Returns & Refunds: Guiding you through the return process, issuing return authorization numbers, updating you on refund status, or addressing concerns about rejected returns.
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Product Questions: Providing details on sizing, fabric, care instructions, availability of items, or style recommendations to match your preferences.
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Promotions & Discounts: Helping you apply student 10% off discounts, troubleshooting promo code issues, or clarifying terms for limited-time offers.
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Feedback & Concerns: Listening to your feedback (positive or constructive) and addressing any complaints—we use your input to improve our products and service.
We strive to resolve your concerns as quickly as possible, with clear timelines for common requests:
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Order Tracking/Status: We’ll share your tracking link or update you on order progress within 1 business day of your inquiry.
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Return Authorization: Once you request a return, we’ll send your return authorization number and instructions within 1 business day.
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Refund Updates: After we receive and inspect your returned items, we’ll confirm your refund status and timeline (5–10 days for processing) within 2 business days of receiving the return.
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Damaged/Incorrect Items: For issues with defective, damaged, or wrong items, we’ll confirm a solution (replacement or full refund) within 1 business day of you sharing photos or details of the issue.
We regularly review customer feedback and service interactions to identify ways to enhance our support. If you feel your concern wasn’t resolved to your satisfaction, please let us know by replying to our initial email or sending a follow-up message—we’ll escalate your case to a team lead for further review and resolution.
At Motel Rocks US, we don’t just sell fashion—we build relationships with our customers. Your trust matters to us, and we’re dedicated to making every shopping experience with us a positive one.
